At a Glance
- Tasks: Lead complex incident resolutions and improve service quality in a dynamic managed services environment.
- Company: Join a forward-thinking managed service provider with a focus on innovation and growth.
- Benefits: Competitive salary, career progression opportunities, and a supportive team culture.
- Other info: Collaborative environment with opportunities for professional development and client engagement.
- Why this job: Make a real impact by solving high-stakes technical challenges and driving improvements.
- Qualifications: Experience as a 3rd Line Engineer with strong Microsoft tech skills required.
The predicted salary is between 40500 - 49500 £ per year.
My client is seeking a 3rd line Engineer with a solid background within the managed service space who can look to progress into the next stage of their career.
Key Responsibilities
- Act as the primary escalation point for complex and high-impact incidents across managed services.
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations.
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms.
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required.
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans.
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness.
- Continuously improve service quality, resilience, and security through independent analysis and recommendations.
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks.
- Technical baseline reviews.
- M365, Azure, endpoint, and infrastructure audits.
- Configuration and best-practice assessments.
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers.
- Identify risks, service gaps, and improvement opportunities before they become incidents.
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps.
- Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements.
- Act as a technical escalation for customers during high-severity incidents or complex investigations.
- Attend client meetings where deep technical input or explanation is required (remote or occasional on-site).
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews.
- Proposal validation and solution assurance.
- Service transition and early-life support (hyper-care).
- Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders.
Skills required:
- Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment.
- Strong experience with Microsoft technologies, such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune).
- Windows Server and Active Directory.
- Azure (core services, identity, networking basics).
- Solid understanding of:
- Endpoint and device management.
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs).
- Security principles and best practices.
- Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes.
- Fluent spoken English with very good writing skills (e.g. writing technical documentation).
3rd Line Engineer in London employer: McGregor Boyall Careers
As an IT Project Manager in our dynamic technology team, you will thrive in a collaborative work culture that values innovation and excellence. We offer competitive benefits, ongoing professional development opportunities, and the chance to lead impactful network infrastructure projects in a complex enterprise environment. Join us to make a meaningful contribution while advancing your career in a supportive and growth-oriented setting.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Engineer in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what McGregor Boyall Careers values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges McGregor Boyall Careers might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at McGregor Boyall Careers!
✨Direct Apply to McGregor Boyall Careers
Let's not forget to apply directly through the McGregor Boyall Careers website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Engineer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at McGregor Boyall Careers.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at McGregor Boyall Careers. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at McGregor Boyall Careers
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
